Do You Hear What I Hear --Lunch n-Learn Presentation for West Cobb Business Assoc July 2013
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"Do You Hear What I Hear?" Listening Skills for the New Economy Kenneth R. Johnson, author of Effective Listening Skills, wrote, "Listening effectively to others can be the most fundamental and powerful communication tool of all. When someone is willing to stop talking or thinking and begin truly listening to others, all of their interactions become easier, and communication problems are all but eliminated." How well do you listen? To your customers? To your work colleagues? To the significant others in your life? Have you ever gained or lost a business opportunity because of your listening acumen? Vince DiCecco, owner of Your Personal Business Trainer, delivered a lunch-n-learn presentation that was lively, interactive, and caused attendees to look introspectively at how they can assess their listening prowess and sharpen that ability. Who knows? Maybe life and business can become even more rewarding than it already is through the "POWER of Listening". The file contains the slides from that presentation.
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Do You Hear What I Hear --Lunch n-Learn Presentation for West Cobb Business Assoc July 2013
- 1. 1 "Do You Hear What I Hear?" Listening Skills for the New Economy PRESENTED BY: Vince DiCecco Your Personal Business Trainer West Cobb BusinessAssociation July 23, 2013 Do You Hear What I Hear? | Listening Skills for the New Economy © 2013 Try These Questions On For Size • Where would YOU rate the profession of Sales Representative on a 1 (low) to 5 (high) scale in terms of being admired and respected? • What do studies show are the three things that separate the top 5% of sales reps from other sales reps? A. Superior product knowledge and experience B. Ability to ask the right questions and listen intently C. Ability to keep promises D. Unyielding motivation for money E. Selling every day and incredible work ethic F. Having a strong relationship with the customer G. Knowledge of their market and its “players” H. Representing a superior product that sells itself
- 2. 2 © 2013 Do You Hear What I Hear? | Listening Skills for the New Economy So, What’s Changed? Before and After the Onset of the Great Recession • Today’s customer takes longer to make a buying decision than before the recession. • When a buying decision is made, customers generally buy less per order than before the recession. • Shoppers are looking to make life easier for themselves and will only order what they absolutely need today. • This economy has taught people to only buy when there is a sale, coupon, rebate or rewards for the purchase. © 2013 Do You Hear What I Hear? | Listening Skills for the New Economy Universal Truths About Selling • “People buy from people who they like, trust and with whom it is convenient to do business.” – YPBT • “The price at which anything is bought or sold is directly related to the ability of the sales person to sell.” – Larry Steinmetz • “People don’t like to be sold, but they love to BUY.” – Jeffrey Gitomer
- 3. 3 © 2013 Customer Relationship Management Intrapreneurship Personal Marketing Strategies Do You Hear What I Hear? | Listening Skills for the New Economy © 2013 Customer Relationship Management Knowing the Customer via Probing and Listening The Sales Conversation Likeable / Trustworthy / Convenience Account Management Intrapreneurship Mapped Sales Process Time / Opportunity Management Attrition Control & Awareness Forecasting Excellence Personal Marketing Strategies Product Knowledge Branding / Promotion Pricing Profitably Defending Price Do You Hear What I Hear? | Listening Skills for the New Economy
- 4. 4 Do You Hear What I Hear? | Listening Skills for the New Economy © 2013 Listening Self-Rating • On a scale of 1 to 100, how would you rate yourself as a listener? • Write down the name of the person you consider your best friend. On the same scale, how would you rate your best friend as a listener? • The Bus Driver © 2013 Do You Hear What I Hear? | Listening Skills for the New Economy Listening Speaking Writing Reading How we spend our time communicating vs. formal education in each skill
- 5. 5 Do You Hear What I Hear? | Listening Skills for the New Economy © 2013 of Listening • Patience • Paraphrasing • Observable body language • Who, what, where, when, why, how, how often, how much… • Empathy • Echoing • Record key ideas © 2013 Do You Hear What I Hear? | Listening Skills for the New Economy POWER of Listening is for Patience Paraphrasing
- 6. 6 Do You Hear What I Hear? | Listening Skills for the New Economy © 2013 POWER of Listening is for Observable body language © 2013 Do You Hear What I Hear? | Listening Skills for the New Economy POWER of Listening is for Who, What, Where, When, Why, how, how often, how much, how many…?
- 7. 7 Do You Hear What I Hear? | Listening Skills for the New Economy © 2013 POWER of Listening is for Empathy Echoing © 2013 Do You Hear What I Hear? | Listening Skills for the New Economy POWER of Listeningis for Record key ideas
- 8. 8 Do You Hear What I Hear? | Listening Skills for the New Economy © 2013 of Listening • Patience • Paraphrasing • Observable body language • Who, what, where, when, why, how, how often, how much… • Empathy • Echoing • Record key ideas © 2013 Do You Hear What I Hear? | Listening Skills for the New Economy Professional & Personal Needs • Performance • Finance • Image • Accomplishment • Recognition • Authority • Affiliation • Safety • Order
- 9. 9 Do You Hear What I Hear? | Listening Skills for the New Economy © 2013 The Customer’s Perspective Personal Needs ProfessionalNeeds Unsatisfied Satisfied UnsatisfiedSatisfied Words of Wisdom © 2013 Do You Hear What I Hear? | Listening Skills for the New Economy • Measure your Listening effectiveness…often • Pre-plan every sales call including a list of questions • Practice..Practice..Practice listening techniques • Develop vendor-customer partnerships through in-depth knowledge of customers • Remember…People buy from people who they like, trust, and with whom it is convenient to do business.
- 10. 10 Recommended Reading • How to Become a Rainmaker & Secrets of Great Rainmakers – Jeffrey J. Fox • Getting Into Your Customer’s Head – Kevin Davis • Little Black Book of Connections – Jeffrey Gitomer • Swim with the Sharks without Being Eaten Alive – Harvey Mackay • The Go-Giver – Bob Burg and John David Mann © 2013 Do You Hear What I Hear? | Listening Skills for the New Economy Thanks for attending! Do You Hear What I Hear? | Listening Skills for the New Economy